The regulation on the quality of telecommunications services aims to ensure that end-users have access to information on the quality of the telecommunications services that operators provide and offer, for which it is established that each operator must publish on its website, according to a common model and on a quarterly basis, the quality of service levels obtained on the basis of a set of parameters standardized by the European Telecommunications Standards Institute (ETSI). In this way, it is intended to strengthen the choice of users, allowing them to compare between the contractual conditions and the quality levels achieved by the different operators.
For broadband services, as for other telecommunications services, the content of contracts is established in terms of the quality of service, the quality in the accuracy of billing and the detailed breakdown of it, as well as the treatment of events that lead to a significant degradation of the quality of service.
In the Order IET/1090/2014, of 16 June, regulating the conditions relating to the quality of service in the provision of electronic communications services, it is established that operators of Internet access services have the obligation to obtain and publish the levels of quality of service achieved in their commercial offers of greater implementation, in relation to certain parameters defined in the aforementioned Ministerial Order. In this way, operators must publish detailed, comparable, accessible and up-to-date information on the quality of the services they provide, at least through their website.
The parameters and methods for their measurement shall be available to consumers who are natural persons and other end-users. These include both general parameters, applicable to all telecommunications services, and specific to Internet access services (proportion of successful user accesses, proportion of failed data transmissions and data transmission rate achieved).
For more information, see the quality of service area.